Mariela Peralta

• Managed a portfolio of existing customers, driving increased user adoption and engagement to foster long-term, mutually beneficial relationships while maximizing customer value on the Infor Nexus platform
• Led the end-to-end onboarding process for customers and their partner communities, ensuring seamless integration onto the Infor Nexus platform
• Oversaw the entire partner onboarding track, coordinating multiple workstreams and providing regular status updates to customers
• Served as the primary point of contact for all partner-related onboarding inquiries and escalations, ensuring timely resolution and customer satisfaction
• Collaborated cross-functionally with internal teams to optimize onboarding strategies and enhance customer experience
• Contributed expertise and insights to continuously improve onboarding processes and best practices
• Proactively identified and mitigated risks related to onboarding, ensuring a smooth and efficient transition for all stakeholders
• Built strong relationships with customers and project teams, fostering trust and alignment throughout the onboarding journey
• Applied best practices in application configuration, ensuring a seamless and efficient onboarding experience for partners

• Client Onboarding & Relationship Management – Spearhead seamless onboarding processes, ensuring successful activation and engagement of trading partners on the Infor Nexus platform
• Customer Training & Enablement – Conduct training sessions and seminars to educate clients on Infor Nexus solutions, enhancing their operational efficiency and platform adoption
• Strategic Coordination – Facilitate the Infor Nexus registration and activation process by aligning cross-functional teams, including Project Managers and Buyer Client Managers, to drive successful implementation
• Customer Support & Issue Resolution – Serve as a trusted advisor, providing hands-on support to clients, addressing platform-related concerns, and coordinating with internal teams to deliver timely solutions
• Client Engagement & Consultations – Conduct face-to-face meetings and ongoing consultations to strengthen relationships, understand client needs, and drive continuous engagement
• Payment & Compliance Management – Collaborate with customers on payment-related matters with professionalism and urgency, ensuring smooth financial transactions
• KYC & Compliance Coordination – Lead Know Your Customer (KYC) processes during onboarding, ensuring regulatory adherence while maintaining a seamless client experience

• Primary Escalation & Resolution Lead – Act as the first point of contact for urgent client support requests, ensuring timely escalation and resolution of critical issues
• Issue Tracking & Follow-Up – Maintain meticulous records of client issues through Salesforce, email, and phone interactions; proactively monitor cases and provide timely follow-ups to ensure swift resolution
• Customer Troubleshooting & Problem-Solving – Diagnose and troubleshoot product and service issues, collaborating with internal teams to provide effective solutions that enhance customer satisfaction
• Cross-Functional Issue Coordination – Identify, assign, and coordinate user-reported issues with the appropriate internal teams to drive continuous service improvements
• Client Relations & Expertise – Serve as a trusted subject-matter expert for high-profile clients, including Nike, Converse, Columbia, Patagonia, Gap, Puma, TOMS, Williams-Sonoma, and Stella & Dot, delivering top-tier customer support
• Process Optimization & SOP Development – Support key projects by establishing and refining standard operating procedures (SOPs) to improve service efficiency and consistency
• Collaboration with Product & Support Teams – Work closely with Product, Engineering, and Senior Support Teams to document business and functional requirements, ensuring client needs are effectively addressed
• High-Touch Customer Engagement – Partner with senior support teams to expedite complex

through Cognizant

• US and Latin America mapping market analyzing business information to accurately update Google Maps database
• Analyze data to accuracy to update information on internal database with thorough investigation of multiple sources, looked for spam and other trends affecting the mapping system
• Head operator of Google Map Maker – Mexico
• Authenticated business registries
• Ensured productivity and accuracy
• Collaborate with engineers on special projects/assignments for feedback and workflow improvements
• Outbound phone calls to business representatives to retrieve information
• Interact with business owners in a professional and courteous manner
• Worked on pilots/projects to help improve Google's workflow and policies

• Patient Scheduling & Appointment Coordination – Manage and optimize appointment scheduling to minimize wait times and maximize patient satisfaction.
• Insurance Verification & Billing – Verify patient insurance coverage, process claims, and handle billing inquiries to ensure seamless financial transactions.
• Accounts Receivable & Payable (AR/AP) – Oversee financial transactions, process payments, and maintain accurate records of patient accounts.
• Chairside Assistance & Clinical Support – Assist dentists during procedures, ensuring patient comfort and efficient treatment delivery.
• Sterilization & Infection Control – Maintain strict sterilization protocols for instruments and equipment, ensuring compliance with OSHA and CDC guidelines.
• Supply Management & Ordering – Monitor and replenish clinical and office supplies to ensure uninterrupted operations.
• Front Office & Communication Management – Handle incoming and outgoing phone calls and emails, addressing patient inquiries, appointment reminders, and office correspondence.
• Patient & Insurance Dispute Resolution – Troubleshoot insurance issues, resolve billing discrepancies, and escalate complex cases to ensure timely resolutions.
• Meeting Coordination & Office Administration – Organize and facilitate team meetings, ensuring efficient communication between dental staff and office personnel.